Revamping the firm's evaluation and promotion procedures are attempts to change the organization's culture through:
A) systems.
B) structure.
C) people.
D) empowerment.
E) culture-change initiatives.
Question 2Which of the following fields would be least likely to be described as intangible-dominant?
A) manufacturing
B) education
C) insurance
D) banking
E) engineering
Question 3Stage Two of self-leadership identifies and establishes the priority and potential of each account in the territory along with the relative location of each account.
Indicate whether the statement is true or false
Question 4In the effort to create a more customer-focused organization, one of the approaches to changing the culture through structure is:
A) utilizing the marketing department as a change agent.
B) restructuring the firm around the customer experience.
C) bring in outsiders to change the culture.
D) revamping the firm's reward systems.
E) utilizing the marketing department as a change agent, and restructuring the firm around the customer experience.
Question 5Businesses such as fast food restaurants would fall where along the scale of market entities?
A) on the extreme end of the intangible-dominant side
B) on the extreme end of the intangible-dominant side
C) in the middle of the continuum
D) left of the middle towards the tangible-dominant side
E) right of the middle towards the intangible-dominant side
Question 6Portfolio analysis is the most often used method for account classification and is analyzed on the basis of a single factor.
Indicate whether the statement is true or false
Question 7Typical approaches to changing the organizational culture by changing the structure of the organization include:
A) developing culture-change training programs.
B) interfunctional task forces and transfers.
C) bringing in outsiders to change the culture.
D) revamping the firm's reward systems.
E) positive reinforcement.
Question 8The continuum that ranges from tangible-dominant to intangible-dominant is referred to as the:
A) services triangle.
B) servuction model.
C) scale of market entities.
D) service-profit chain.
E) Q continuum.
Question 9The process of placing existing customers and prospects into categories based on their potential as customers is known as territory analysis.
Indicate whether the statement is true or false
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